Call Center Systems

A call center system is a customer service center where employees of a company deal with inquiries, handle technical support, or take sales, via the telephone. Call center systems Kenya are designed to handle a massive volume of calls. Generally, call centers are used to handle customer service, technical support or sales. 

Business Call Center Software

The key recipe to a happy and satisfied customer starts with a good call center system. Your happy customers often result in more business through repeat purchase and referrals. The right call center software for your business is important to guarantee  increased productivity, cost savings, and client satisfaction, through efficiency. Well designed call centers solve customer problems, measures, enhances and analyses call support operations quickly. The call center software should be advanced enough to maintain loyalty and fulfill customer expectations. Call Center Softwares are grouped into three main categories, namely:

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In recent times, contact center software has increased functionalities beyond just primarily routing inbound calls to advanced features that benefit businesses. They now allow your businesses to extract reports, track and monitor interactions, conduct surveys, schedule agents and record calls. Here are some key benefit of contact center software:

Inbound Call Center Software

A web based software with inbuilt contacts or linked to CRM. This system allows use of skill based routing of calls. In addition users enjoy self service options when clients call in. Incoming callers are immediately directed to the service they require by the IVR (Interactive Voice Response) based on different dial in instructions they set.

Outbound Call Center Software

Ideal for businesses with large volumes of outgoing calls. This call center system optimizes on Auto Dialer and Predictive Dialer  features to manage call requests. Thus, generating high quality leads and maximizing agent productivity.

Omnichannel Contact Center Software

Acting as  an all-in-one solution with customizable IVR, calls, chat bot, social media, ticketing and email is the omni-channel Contact Center software. Customer requests are recognized in the software regardless of the channel originating contact with support e.g. Facebook or email.  Consequently, making ticketing and follow ups much easier for the agents.

Call Center Analytics

Contact center supervisors need tools for analyzing and processing data. They utilize dashboards to view data and compare, and manipulate information.

Call Recording

The requirement to maintain high standards of customer care and abide to corporate governance policies have resulted in contact centers increased need to record, analyze and archive agent/company to customer interactions. This often insightful information is continuously extracted for quality control, trainings and improvement. Contact centers also use the data sourced from interactions to leverage business intelligence, customer analysis to increase revenue, and dispute resolution.

Workforce Management

The truth is agents are quite difficult to manage while also being an expensive resource. Traditionally, admins and supervisors continuously update daily schedules based on agents’ availability. The workforce management is integrated in the contact center software gives total real time visibility of activities for analyzing call patterns, creating flexible schedules, assigning tasks, generating reports, etc.

Compliance Management

Everyday, there are more corporate governance requirements and need to improve customer care experience. Contact centers allow businesses to record, analyze and archive agent-customer interaction for future reference.


At Talinda East Africa we work with brands that provide customizable customer experience based on your business needs. We offer Call center solutions available on premise and virtual cloud server. Traditionally, contact center solutions used to be premise based hardware. Lately, these have moved to software and cloud. As a telecommunications and ICT solutions provider, we are authorized vendors of renowned contact center software brands from around the world. Talinda East Africa is a certified installers and partners of 3CX and Hodusoft solutions for VoIP and Call centers with multiple successful deployments in Uganda, Tanzania, Ghana, Nigeria and Zambia.

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Customer Service with Contact / Call Center Software

3CX offers advanced call center features for maximum employee productivity and enhanced customer service. Make sales, offer support, resolve issues and build customer relationships using the latest in unified communications and call center technology.

With CRM integration, wallboard, reporting, statistics, IVR and more, 3CX’s contact center software is integrated into the PRO and Enterprise editions. 3CX ensures that your employees can work more efficiently, track their progress and provide valuable interactions that your customers will remember.

All-in-one system

3CX manages all customer requests in one system. The software has an advanced queuing system like Hunt by 3s and Round Robin that helps agents serve customers with ease and never miss a call. Customers are also in a position to know how much wait time they have before speaking to an agent. The system allows clients to be served from wherever they are sending their queries.

Agents can live chat with website visitors through messages, voice and video calls. They are also notified and allowed to respond to messages sent from Facebook and SMS. In addition, by integrating 3CX to the CRM, personalized responses may be generated. Also, agents are better placed to know who is calling, since 3CX matches caller ID with CRM record. This helps track customer journey and query history for better service resolution.

3cx call center Kenya

Never Miss a Call – Advanced Contact Center Reporting

Traditional proprietary PBX’s with call center functionality have proven to be either too expensive or difficult to set up. 3CX resolves this issue with 3CX PRO. Simple, intuitive call center management offers the information required to monitor call queues in real-time, ensuring that not a single inbound call is lost.
  • Integrated Wallboard for real-time monitoring
  • Detailed reports of longest wait time and abandoned calls

  • SLA and Callback Statistics

  • Call Back option for customers not willing to wait

  Advanced Queue Strategies and Real-Time Statistics

3CX call center software ensures you provide your customers with quality service, and that your agents always reach their targets. Check the average and longest waiting times as well as the least talk time to guarantee no customer leaves your call center unsatisfied.

  • Log agents in and out of queues

  • Round Robin

  • Hunt by Threes – Random & Prioritized

  • Call Back – callers can hang up and keep their position

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  Superior Call Center Features Included   

3CX PRO provides you with all the tools you need to review your agents’ performance. Answered calls, abandoned calls, average longest waiting time and more are all within easy reach, allowing you to ensure that your call center is running smoothly at any given time.

  • Listen in allows you to listen to a call without the caller or agent knowing

  • Train new agents during a live call with the whisper function

  • Call recording of inbound and outbound calls

  • Agents making a mess of a call? Use Barge in to take over

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